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Zowie

Product Support Engineer

Fully Remote Product
Added
6 days ago
Location
Type
Full time
Salary
Not Specified

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Related skills

java mongodb sql python scala

What we do:

Zowie brings speed and empathy to customer interactions. Our Customer AI platform revolutionizes how businesses interact with their customers - delivering instant, personalized, and exceptional experiences.

We believe AI Agents represent the next major technological shift, and Zowie is positioned to lead the charge. Leading consumer brands like GetYourGuide, Monos, Decathlon, MediaMarkt already trust our AI Agents to be on the front line of their customer care efforts, handling millions of conversations monthly.

We're now seeking a

Product Support Engineer early in their career who thrives at the intersection of customer empathy, technical curiosity, and smart tooling to join our team.

As part of Zowie’s

AI-native culture, this role requires active and

intentional use of AI tools to streamline, enhance, and scale our support processes - from ticket handling to documentation and reporting. You’d be helping real users solve real problems, using both human judgment and

AI-enhanced methods to deliver high-quality support experiences.

If you're passionate about AI, solving problems, and enabling customers to benefit fully from their tools - check this role out and let us know!

What you'll do:

  • Handle support tickets with efficiency and empathy, using AI tools to assist in drafting, summarizing, or categorizing issues
  • Maintain and improve knowledge base articles, leveraging AI to identify gaps, generate drafts, or surface outdated content
  • Analyze recurring support issues using AI-enhanced insights or internal query tools
  • Participate in internal experiments to identify new workflows where AI can improve quality, response time, or team throughput
  • Collaborate cross-functionally with Product, Engineering, and fellow Support team members to share AI best practices and keep our support stack adaptive and forward-looking

    • Ideally, you'll bring with you:

  • Customer-focused technical support: At least 1 year of experience supporting external users in a technical capacity, whether in product support, technical sales consulting, or a similar role.
  • AI tools fluency: Demonstrable consistent use of e.g. ChatGPT, Gemini, GitHub Copilot, etc. in academic, personal, or work projects.
  • Problem-solving & investigation: A strong ability to diagnose technical issues, connect the dots between symptoms and solutions, and bring in the right tools and people to resolve problems effectively.
  • Curiosity and a bias for action - especially when working with new tools.
  • Exceptional communication: Excellent written and verbal communication skills in English and Polish, with a focus on clear, precise, and empathetic communication.

    • It'll be awesome if you have:

  • API Interaction: Familiarity with connecting to and interacting with APIs
  • Database fundamentals: Basic knowledge of SQL or MongoDB
  • Programming basics: Familiarity with at least one modern programming language (e.g., Python, Java, or Scala)
  • Experience working in a SaaS company

    • Additional Information

    AI-native culture:

    Our team embraces AI as a

    fundamental part of how we work - not just for speed, but for creativity, documentation, and scale. We’re looking for someone who’s excited to contribute to that culture, brings ideas to the table, and continuously

    evolves their approach to leverage emerging tools.

    We are:

    • Ambitious and innovative. We never settle. We always look for better ways of doing things.

    • Like a sports team. We take ownership of our work and believe in personal accountability. At the same time, we work together, support each other, and focus on winning as a team.

    • Unafraid of change. The market we're in is changing rapidly, and we thrive in this ever-evolving environment.

    • Growing fast. You’ll have a lot of autonomy and impact as we grow.

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